Do strong internal relationships really lead to strong external relationships: An initial examination

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Abstract

This paper examines the link between internal relationship strength and the ability of
employees to develop relationships with external customers. The results of a survey of
employees measuring the strength of the relationship an employee has with the firm and then
their perceived ability to develop relationships with customers demonstrated that such an
association does exist. A moderately strong association was found to exist. Hence, the degree
to which employees feel that they have a strong relationship with their employer does have
some influence on the way they feel they are able to build strong relationships with
customers. Further research is recommended exploring the link between these in greater detail
as well as extending the research to a larger survey group. Perceived ability to develop
external relationships needs further development as a construct.